Overview: Contains several metrics related to support
conversations, queues, and agents.

KPI Process: Contains metrics that are key performance
indicators (KPIs) of the Connect Support process, including the average queue
response time, the average duration of support conversations, and the number of
new support conversations per day.

The Performance Analytics - Context Sensitive Analytics for Chat plugin
(com.snc.pa.chat.context_sensitive_analytics) includes the Context
Sensitive Analytics - Chat dashboard. The dashboard contains
additional metrics related to support queues, including the number of support
conversations closed.

Note: You must license Performance Analytics Premium
to collect scores for the indicators on the dashboards. Without Performance
Analytics premium, the dashboards display the indicators with no
data.

Procedure

Navigate to Performance Analytics > Dashboards.

The last dashboard you viewed opens.

In the dashboard picker, under the Connect Chat group,
select the dashboard you want to view.